Users’ Perception and Satisfaction on the Quality of Information Services Provided by Library Staff at The Cooperative University of Kenya

Abstract

Cooperative University library like many university libraries in Kenya, has experienced enormous challenges. These challenges have greatly affected delivery of information services. Among the challenges include: inadequate information resources; shortage of professional staff, improper organizational placement, poor marketing, low level management skills among the library staff; and low uptake of information and communication technology (ICT) in the provision and management of library services. These factors have impacted negatively on the provision of quality services. This, in turn, has affected the perception of users towards libraries. In this regard, this study sought to assess users’ perception and satisfaction with regard to library staff performance; and quality of information services provided at the Cooperative University of Kenya and come up with recommendations to improve information services. The study was guided by the following objectives to: examine the perception and satisfaction level of library users with regard to library staff performance and quality of information services; determine the satisfaction level of library users with information services offered at the Cooperative University of Kenya; determine the satisfaction level of library users with information resources offered at the Cooperative University of Kenya; examine the quality of information services offered at the Cooperative University; identify the challenges in achieving users satisfaction at the Cooperative University of Kenya library; and come up with appropriate recommendations to improve the situation. The study was informed by the Confirmation and Disconfirmation theory authored by Oliver. A mixed research method was used. The study population comprised of faculty members, students and library staff. A study sample of 446 participants was arrived at using Krejcie and Morgan Formula and Determination Table. Qualitative data was analysed thematically and reported in text and direct quotations while quantitative data was analysed and presented in percentages, tables, pie chart and figures. According to the findings of the study, respondents perceived the library staff as unwilling to assist and rude to the users. Respondents rated Selective Dissemination of Information (SDI) and Current Awareness Service (CAS) as satisfactory. It was established that users visited the library mainly to read for exams, carry out their assignments and prepare for lessons or lectures. Users faced a myriad of challenges notably, insufficient sitting facilities, users shunning library orientations and user education programmes, low bandwidth resulting in poor network performance and poor off-campus access to e-resources and online services. The study recommends use of information literacy programs and employment of competent and adequate library staff to enhance efficient and effective library services.